Module 5: Software Support

Software Support for Network Applications

These network applications are not supported under the same service programs (SMARTnet, SMARTnet Onsite, SP Base, etc.) that provide software support for Cisco IOS Operating System (or other Cisco operating systems such as CAT OS). Instead, these network applications are supported under individual service contracts within the Software Application Support (SAS) or Software Application Support Plus Upgrades (SASU) service programs. Similarly, from a 1-Tier perspective, partners are enabled to provide application software support via the Cisco Shared Support program or via the Cisco Brand Resale program. Cisco Shared Support partners leverage the administrative tool PICA to allow updates and upgrades to the customers who purchased a service contract for their network applications. Cisco Brand Resale customers can use SAS and SAU part numbers to cover their network applications. On the other hand, Partner Software Application Support with Upgrades (PSAU) is a service program designed for ATP partners specifically to support Application Software for Contact Center products (e.g. IPCC products).

Customers with licenses for network applications software covered by SAS or SASU service contracts may only download new releases for specific application software that is covered by a SAS or SASU service contract. For example, if a customer has two service licenses for Cisco CallManager software, and only one service license if covered by SASU, then the customer may only download new releases for one CallManager service. To be eligible for software releases on both CallManager service licenses, the customer must have two current SASU service contracts total - 1 SASU service contract for each license.

Both SAS and SASU will be discussed in greater detail in subsequent modules within this course. For now, keep in mind that Cisco IOS software support is a key service component of SMARTnet, SMARTnet Onsite, and some partner programs. Network software application support is a key service component of SAS/SASU.

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